Desktop Support Technician – HigherEdJobs

Job Posting Number: S395NE

Class Title: Staff

Grade/Range: $85,000 -
$90,000

Close Date: 06/13/2024

Duties and Responsibilities

• Provides technical
  support for end-user devices (laptops, printers, tablets, mobile devices) and peripherals, software, network printers,
  etc.)
• Schedules and coordinates customer desk-side support for the installation of new software or to perform hardware or software
  break/fix activities.
• Set up and configure new end-user equipment, including desktops, laptops, mobile devices, printers, VoIP
  phones, and other peripherals.
• Stages newly purchased Apple devices, including initial setup, system, and application software
  installation, user data migration, and basic instruction of users as needed.
• Documents all changes in the ticketing system to ensure
  all asset and configuration information is up to date.
• Investigate and resolve all connectivity issues related to end-users as well
  as site infrastructure IT equipment.
• Proactively ensure the highest levels of systems and infrastructure
  availability
• Ensures that hardware and software systems are functioning properly and that operation standards are
  met.
• Maintain communications with customers during the problem-resolution process.
• Ability to communicate effectively with
  all levels of the business, including peers, technical management, and external vendors.
• Resolves problems with desktop hardware and
  standard software applications, including computers, monitors, and peripherals.
• Assist with projects and tasks outside of day-to-day
  responsibilities.
• Routinely contributes to IT documentation and Knowledge Base
• Record, track, and escalate
  cases.
• Software installation and troubleshooting
• Performs preventive and scheduled maintenance to the classroom and
  instructional computers, faculty, and staff computers.
• Other duties as assigned.

Education

Bachelor’s degree in information technology, Information Systems, Computer Science, or another relevant degree
preferred.

Experience

• Minimum of two (2) years working in Tier II support
• A+ or Net+,
  Apple/Mac Certifications, or JAMF Certs are preferred.

Knowledge Skills and Abilities

• Expertise
  with Windows OS, macOS, iOS, JAMF, Microsoft Office, and Adobe Creative Suite.
• Knowledge of Win 10, Office 365, Teams,
  Zoom
• Must also be able to work concurrently on multiple projects, adjust to occasional changes in priorities, and respond quickly
  and effectively in emergencies.
• Must be able to instruct, direct, guise, and share information with technical and non-technical
  personnel.

Conditions of Employment

Please be advised, COVID-19 vaccinations are strongly
encouraged but not required for eligible faculty and staff employed by Bowie State University. This protocol may be subject to
change

Other

The position is on-site; may qualify for some remote hours.

Bowie State
University offers an excellent benefits package! This includes tuition remission including eligible dependents; choice of medical/vision
plans, Carefirst BC/BS, United Health Care and Kaiser plans, dental, prescription, and life insurance, training and development, EAP; and as
eligible generous leave package including sick/bereavement, annual, personal; and winter and spring breaks.